CHARLOTTE, NORTH CAROLINA -- I made my reservation online for 9 am. There was no information on the confirmation email I received telling me where to catch the shuttle but I found the location on my own. Please keep in mind that I never left the bus stop area between 7:15 am - 8:50 am and IT WAS 39 DEGREES OUTSIDE. I waited for the shuttle for 20 min starting around 7:15 am. 7:30 am - I called the customer service and spoke with Anthony. Anthony put me on hold and returned to me and told me that he had called the Payless office and THEY HAD TOLD HIM THE SHUTTLE WAS ON ITS WAY AND WOULD BE NO MORE THAN 12 MIN.
7:50 am - Still no shuttle so I called the customer service again and spoke with a guy named Peter. Peter also put me on hold and came back and said the CLT office said the shuttle was on the way. 8:10ish - Still no shuttle. Called the customer service again. Actually got Peter again. He insisted that the shuttle was on the way. He told me to take a taxi and make the CLT location pay for the taxi for inconvenience to me. 8:30amish - Called the customer service again. I can't remember who I got on the phone this time but again they told me the shuttle was on the way.
8:50amish - I got fed up and called an Uber to take me to your Charlotte location. 9:05 am - I arrived at the CLT location and told the manager the story that I just typed above. He told me that they didn't open until 9 am and that their first shuttle isn't until 9:30 am. He also told me that he had been at the location and that no one - NO ONE HAD CALLED REGARDING A SHUTTLE.
My issue is that the customer service reps lied to me on repeated occasions regarding a shuttle and that they had spoken to the Charlotte office. This was a lie. Also, the reps should know this office doesn't open until 9 am and that the first shuttle isn't until 9:30 am. I, the customer have no way of knowing this. Had the customer service reps been honest and straightforward, I could have just gone back into the airport and waited for the shuttle. Instead, the reps lied to me repeatedly regarding they had spoken to the office and that the shuttle was on the way.
DENVER, COLORADO -- There was no washer fluid for CO dirty roads. There is no manual to help you open the hood to put in your fluid in the dark. The washer lines were frozen with the wrong kind of fluid they had in there. No snow brush. The remote battery was so low, it would not unlock. I hoped the engine would start. What would you do if the engine does not start and you had to be somewhere like an airport?
The ONLY Payless site is at the airport. Roadside service does not answer the phone. Denver rental site does not answer the phone. The shuttle from DIA to Payless is a 30 minute wait in freezing temps. The check in guy was high when I got back and, never asked if the car was OK or any issues. YOU may get this car next. Oh... not all SUVs are AWD... so they upsell you. What would YOU do if the car would not start (or you could not see through the windshield) and no one answered the phone? Think about it.
TAMPA, FLORIDA -- Our family vacation began with a flight to our usual place of destination which meant we were flying into Tampa Fl. Our reservations were made 6 months in advance and now it was time to soak up the sun. First we got on the shuttle to the off site rental facility of Payless Car Rental in Tampa, FL. When we arrived and noticed two people ahead of us we figured that this would be quick and painless at Payless, but instead it was the beginning of a NIGHTMARE!
I was listening to what the rental agents were saying to the people as they were being processed and a lot of it was concerning to me and sure enough my wife and I were next after waiting 45 minutes. They asked for the driver's license of all licensed drivers that would be in the vehicle, not of just the driver of the rental. Next we told them again the two car seats we needed even though this was already on our itinerary and listed on our confirmation.
The agent that was helping us started to go into a sales speak explaining to us what our charges were and what extra protection we should take. The first thing that caught my eye was the base rental fee of $589.00... WHAT?? We were quoted and reservations were made with a price of $245.00. Even though we had this set price that did not include the taxes and list of 6 other additional fees and then proceeded to tell us that did not include the car seat rental even though it was listed on our reservations and listed on the quote.
Continued by scare tactics for us to pay another $19.99 per day for protection that your insurance company would not cover... what was that I ask? The agent explained to us that in the state of Florida if I were to not take their insurance and there was damage to the vehicle whether my fault or not we would be liable for rental fees as long as it takes to get that vehicle back into operating condition... most likely that would take 30 to 45 days and we would have to put an additional $280.00 deposit down if we opted out of their insurance.
When you think that is the end we are only half way there... My wife saw another additional charge of $80.00... for a second driver. I was the only driver and I was the only driver listed, but in the state of Florida as was quoted by the agent all licensed drivers must be charged this fee! At this point I was ready to take the shuttle back with my 16 month and 4 yr old boys and head back to the airport... were told that we would still be charged and that we would have to dispute these charges with our credit card company!
We sucked it up, took the rental, walked out to get in our full size rental vehicle to find a Nissan Altima! Nissan and all other rental companies list this vehicle as mid-size! When we returned home to contact Orbitz and Payless we got a credit of $27.00... Our final bill $554.00 Our quote $245.00 difference $309.00 more than quote and a bad start to a much needed vacation! BBB here I come!
CHICAGO, ILLINOIS -- I was trying to rent a from what I thought was Midway Airport, but when I confirmed the rental, I realized I had chosen O'Hare Airport. Within minutes I canceled the car rental, Payless charged me $50 for canceling. I called customer service right away and they told me there wasn't anything they could do, that was their policy. I explained the error and that the booking and cancellation all happened within minutes and yet they still charged me $50 to cancel. Needless to say, I won't be renting from Payless Car Rental, as they are crooks!
ORLANDO, FLORIDA -- I don't usually report on companies but this company MUST be reported. Do not... I repeat DO NOT rent a car from this company! I reserved a car back in Apr 2016 for a minivan because we have 7 people traveling. I got my confirmation and everything seemed fine. We go to pick up van for our family trip and they stated they did not have a minivan for us. As a matter of fact they gave all cars away.
We were of course confused. We were there at 8pm to pick up as promised but they did not deliver and was very uncaring about it... Like "Oh well." We spoke to the manager on duty who supposedly went to check on our case but he later came out stating our pick up was July 2 at 8pm. I quickly pulled out my reservation and it was for July 1 at 8pm. I almost sure the manager had changed the date on reservation from the company to cover up the mistake... But I had my confirmation.
He asked where we were traveling... We said Alabama. He stated he would give us the only car they had and he would call Atlanta so we could get a minivan from there. He picked up phone and called Atlanta. He told us he confirmed and that we could pick up the van from Atlanta at 8am. We drove the car given to us... Cramped for 6.5 hours and located Payless in Atlanta. To our surprise they had no minivan and stated they told the gentlemen that last night. He sent us anyway... We are more than pissed.
We called the Orlando office while waiting at Atlanta car rental place and a woman who could care less told us it's not their problem and we could deal with Atlanta. So when I stated they sent us here with the promise of a minivan. She yelled it's not their fault and hung up. Wow! I will NEVER EVER rent from them again. Please keep searching before getting a rental car from these people. They have screwed our whole vacation up.
SAN DIEGO, CALIFORNIA -- I received a price from Hotwire for Payless Car Rental for around $121. When we arrived at the Payless Car Rental facility, I had about 6 to 8 people behind me with only one agent. I showed him the Hotwire paperwork and he immediately started trying to hard sell me on getting additional insurance but I told him that my insurance would cover the rental but he kept on going about that it wouldn't cover this and that, windows, etc. minor damage, etc. After 4 times of saying no, he finally said OK and that he could put me in a Chrysler 200 convertible.
Wow, I told him that would be great. He never once mentioned ANYTHING about additional charges or upgrade or anything to indicate this would cost me more money. In fact the customer in front of me was upgrade (for free) to a VW Jetta so I didn't think anything of it. He then told me they would have to hold $280 or so until I brought the car back but it would be refunded to me. I thought that was pretty high but I had people waiting behind me and appointment to make. I would say about 4 days later I remembered this and looked at my paperwork. It showed that the agent had charged me an upgrade cost of $25 a day for the Chrysler for $125.00 extra.
I put in a complaint to Payless Car Rental through their web site but as of this complaint I still haven't heard a word from them. When I brought the car back, the agent I worked with was working so I went to him and explained my issue with being charged $125 extra for this upgrade which he NEVER mention any additional costs at all. I told him that if he had mentioned any type of charge in association with the Chrysler, I would said no way. His response was that I should have known better.
He said that he had circled the total cost and that I had signed the form showing the cost. I told him that I thought that was to deposit that he told me about and why hadn't he circled the upgrade cost of the Chrysler since he was being so upfront, he had no answer. He told me he would give me $60 back but I told him no since I shouldn't have been charged the $125 in the first place. He never once disclosed that he was charging me more for the Chrysler. The whole process seemed very under handed and high pressured. Not to mention that you are charging someone an additional $125 a week is dishonest. DO NOT RENT FROM THEM.
CHARLOTTE, NORTH CAROLINA -- NEVER EVER RENT FROM PAYLESS CAR RENTAL IN CHARLOTTE NC. I rented a car at Payless Car Rental in Charlotte North Carolina. As advertised by Travelocity, Payless shuttle to counter and car. Directions were to cross walkway turn left and shuttle would be there for the 7-12 minute ride to their pick up site.
Charlotte Airport is under major construction. We walked back and forth several times and saw no shuttle. Finally, we saw a sign the size of a bumper sticker over a construction trailer pointing us to the furthest end of the airport. We waited over a half hour for a shuttle. There was no number to call them so I called Travelocity. I was disconnected 3 times before I finally reached a very rude clerk at Payless. She informed me the shuttle ran every 30 minutes and very rudely told me to be patient.
I will say the driver was most courteous and helpful. I can't say the same for the most discourteous, disrespectful, insolent clerk I have EVER met. After filling out the required paperwork we asked about returning the car and the return shuttle. We were informed the shuttle was available at 9:00am. When we told her that we had to be to the airport for 8:00 her response was "Well I guess you have a problem".
What do we do, her answer "Guess you'll have to call a cab." And what about returning the keys, "well, there is no one here until 9:00 so you can't return them". What about a mail slot to drop them in? "You could do that ". This rude young woman did nothing to help us. She should never be in a position of customer service, anywhere. I will post this here in hopes no one ever has to be treated as poorly as we were. DO NOT RENT FROM PAYLESS. Next letter is to Payless.
TEXAS -- Never ever ever EVER rent from these ridiculous, unorganized, unprofessional fraudulent thieves. My friend charged her card via third party to pay for a rental car in June of 2017. Because she was not yet 25, I provided my card for the $200 hold which was refunded once the vehicle was returned. Fine. Pretty standard.
That is until they decided to charge me the exact same amount that my friend had already pre-paid subsequently double charging us (me). I provided all of the necessary paperwork to show that they had erroneously charged us both yet somehow 1 + 1 does not equal 2 to these ignorant fools and they just plain could not see how we were both charged when only ONE – the prepaid charge from my friend, should have remained.
Because of the complete lack on intelligence I went ahead and took this to my financial institution to dispute the accuracy of this charge. I was issued a credit (because they can read) while they went after Payless – to which they never responded. Fast forward to January 2018 - SEVEN MONTHS after the initial rental, and I receive a letter in the mail stating if I do not pay the original charge, that they will “suspend my rental privileges and send the charge to collections”.
Now I'm being threatened for a charge that was never supposed to have been on my card in the first place. Escalated to a supervisor at Payless by the name of Ray **, who apparently also doesn't know what 1 +1 = 2, let alone what a double charge is. Because they are still over there counting on their toes, I am now dealing with their collections company in hopes that they, at least, have graduated from 3rd grade.
Listen here Payless, I'd rather PayMORE than ever have to deal with you baboons (no offense to baboons… they're probably more intelligent) again. Be my guest and suspend what you think is a “privilege” to rent from you. There are plenty of other reputable rental car companies who are happy to take my business from you. The trip in question was for leisure however, I travel for work more times a year than I can count. Regardless of the outcome, I'll make sure to “suspend” your “privilege” of my business as well as spare the frustration to all of my traveling colleagues. Collect that.
ORLANDO, FLORIDA -- I rented a car from Payless in Orlando via online. When I get to the counter it was a different rate than I had expected. The agent said it was because I had two reservations. This might have been true because after making my reservation, I found a cheaper price. I canceled one and rebooked. He said that even though I cancelled it, they still show in the system.
After getting my contract, I stepped to the side so he could take the next customer. I then began looking through my emails to see what I had booked and why I was paying more. The whole time thinking I must have made a mistake. He then loudly tell the other customers to step back in line and tells me to come back. I told him I am just checking to see what went wrong in my booking.
He kept telling to come back, took the contract from me, ripped and proceeded to make a new one. I told him I was not trying to make a scene and that he was embarrassing me. He told me he wasn't going to have me over his shoulder while working a new customer. (I was at least 4 feet to the right of him.) I got the new contract at the rate I was expecting and left.
Then I went online to make a complaint. Online only because the only other way to make a complaint is to fax or US postal (which I ended up having to do because the online contact is worst customer service than the agent in Orlando!) My original online complaint was opened 09/20/17 and after I responding several more times online, fax and mail, it was closed 10/26/17 stating that it was forwarded to management team in Orlando for review. Good luck if rent and need to make contact with customer service!
ORLANDO, TEXAS -- When I rented the car in Orlando on 10/31/16 I told the Payless Car Rental agent that I was declining all insurance coverage as my credit card duplicates the coverage. He apparently didn't understand because he put a "PDW" coverage onto the contract without telling me he did that. I reviewed the contract, and verbally confirmed that I had declined the additional insurance coverage, and it looked as if the contract reflected that as it said "declined" next to coverage.
At that time the Payless Car Rental agent also told me that I would be charged $2.08 a gallon upon my return of the car for whatever was needed to fill the car which, he said, was a good deal because the local gas prices were higher than that. Unfortunately, when I returned the car 3/4 full on 11/7/16 the Payless agent receiving the rental return said I was being charged for the entire tank of gas.
I then refused to close out the car check-in transaction, saying I would instead take the car to a local gas station and fill the car the rest of the way and then bring it back full. The Payless agent gave me a receipt that said "CHECK IN CANCELLED. VEHICLE CHECK IN NOT COMPLETED" and told me to go inside and speak with the manager. The Payless manager Moe #** said I couldn't take the car to the gas station and fill it up because the car had already been closed out, even though I showed him the receipt saying the check in transaction hadn't been completed.
He also said he was unable to show me my original receipt where I initialed in ink refusing all coverage because he said it was "unavailable." I am disputing these additional charges for gas and additional insurance coverage, and look forward to resolving this issue with Payless customer services.